Adoption and Implementation of AI in Customer Relationship Management

The implementation of Customer relationship Management (CRM) Systems has been increased within organizations for the purposes of increasing customer loyalty accompany with decreasing expenses and increasing revenues. The perception of the benefits associated with the implementation of CRM systems is an essential step for the adoption and implementation of CRM systems. Therefore, this paper presents the study conducted to investigate the perception of the CRM systems in the private hospitals in the northern part of India as there is a lack of adoption of CRM systems in hospitals. Qualitative research approach that is interview based was adapted in the study. The management of 10 private hospitals in the northern part of India was interviewed. The results reveal that no hospital has adopted CRM system. In addition, there is a substantial lack of understanding of the benefits of CRM systems in hospitals. Some hospitals claim that the implementation of CRM system is not of their priorities and there are much important projects as the implementation of Electronic Medical Records (EMD). However, other hospitals indicate for an existence of future plan for the adoption and implementation of CRM system. Another issue that needs to be taken into consideration by the vendors of CRM systems is the high costs associated with the implementation of CRM systems in hospitals. Indeed, both the vendors of CRM systems and the managers of hospitals hold the responsibility of the lack of CRM systems implementation in hospitals.

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Sustainable Customer Relationship Management (susCRM): In research and practice

PsycEXTRA Dataset ◽

10.1037/e605322012-019 ◽

2011 ◽

Author(s):

Max Ruhwinkel ◽

Klaus D. Wilde

Keyword(s):

Customer Relationship Management ◽

Relationship Management ◽

Customer Relationship ◽

Research And Practice

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Implementasi Sistem Rekam Medis Pasien Menggunakan Pendekatan Customer Relationship Management (CRM)

Jurnal Sisfokom (Sistem Informasi dan Komputer) ◽

10.32736/sisfokom.v7i2.558 ◽

2018 ◽

Vol 7 (2) ◽

pp. 180

Author(s):

Wiyanto Wiyanto ◽

Fajar Butsianto ◽

Karsito Karsito

Keyword(s):

Information Technology ◽

Information System ◽

Medical Record ◽

Customer Relationship Management ◽

Unified Modeling Language ◽

Relationship Management ◽

Customer Relationship ◽

Design System ◽

System Validation ◽

Iso 9126

Information technology is rapidly developed in this century that impact to various aspects of the organization really need information technology to support the performance and everyday business processes. In health services, information technology is required to process and storage the patient medical records, so that the patient's medical record is well preserved, and competitive advantage can be obtained between patient and polyclinic. The application of Customer Relationship Management (CRM) approach can be developed by implementing information system of medical record history to get new patient and retain existing patient, improving relationship with patient and maintaining patient loyalty as well as supporting the company/organization to provide excellent service to customers in real time through the advantage of information technology. The aims of this research are to understand patient medical record by CRM approach and Unified Modeling Language (UML) for system design, system validation using Forum Group Discussion (FGD), and using software testing Model ISO 9126. The result of this research are Medical Record History Information System and the result of system validation with FGD is 100% accepted, the result of system test using Model ISO 9126 is good with success rate 82,86%, so it can give contribution to polyclinic.

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